Description
You will join the Customer Service Team at Dow Jones, reporting to the Customer Service Supervisor. Your role involves providing high-quality customer support across various channels, assisting customers with inquiries, and resolving complex issues.
Key Responsibilities:
- Provide high-quality customer support via telephone, email, web chat, and other channels
- Assist customers with product navigation, content and data, technical support, billing, and account administration
- Deliver professional and positive customer experiences to strengthen customer satisfaction and loyalty
- Take ownership of customer inquiries and resolve complex issues using sound judgment and problem-solving skills
- Meet established key performance indicators, quality standards, and service-level expectations
- Collaborate with Customer Service teams and other Dow Jones departments to handle escalated or complex issues
- Maintain knowledge of Dow Jones products, services, systems, and procedures
- Interact professionally with customers, internal stakeholders, and executives
Requirements:
- High proficiency in Chinese (Mandarin and/or Cantonese) for written and verbal communication
- Fluency in English for written and verbal communication
- Strong customer focus with the ability to assess and resolve customer inquiries professionally
- Ability to quickly learn new products, systems, applications, and processes
- Strong attention to detail with the ability to multitask, prioritize, and work independently and as part of a team
Benefits:
- Comprehensive Healthcare Plans
- Paid Time Off
- Retirement Plans
- Comprehensive Insurance Plans
- Education Benefits
- Family Care Benefits
- Subscription Discounts
- Employee Referral Program